Myself and my partner, both our sets of parents booked a holiday to Egypt 19/09/2009 - 26/09/2009.
My Auntie and her partner also booked on a different booked for the same hotel and flights etc.

In total 8 of us travelled and had a brilliant week's holiday until it came to home time. The day we were due to depart we waited in reception for the required time and waited for our coach to pick us up.

When it was half an hour late we phoned and advised which hotel we were in and our concerns for the lateness of the transport. We were told there had been a problem with the coaches hence the delay and that we were last on the pick up list and we would be picked up soon.

Another half an hour passed by and we phoned again, again we were told the same thing.

Coming up to a hour and half before take off still no coach so phoned again and advised again where we were and our concerns, at this point we were told not to worry and that the plane wouldn't leave without us.

Another Thomas Cook coach arrived to pick up the later Manchester flight and we spoke that that travel rep, we told him we were now one hour before the plane was due to take off, at this point the other rep told us there was no way we would make the plane.

At this we immediately phoned the Thomas Cook Rep that we had been dealing with and they were shocked that we had not been picked up despite us phoning 4 times and that we should immediately get taxi's down to the airport.

When we arrived at the airport we were told straight away that both our parties had been completely missed off the list, (again despite us phoning them 4 times, giving them 4 opportunities to check,) hence why we hadn't been picked up and that the plane had actually arrived earlier than planned as was due to take of shortly, the Pilot would not allow us on the plane. We were stuck in Egypt.

2 hours later we were told that 3 of us would be able to get on the Manchester flight, the others had to stay in a shabby hotel at the end of the runway for the night with rooms that didn't lock etc.

The next day the rest of the party were told that they were to be put on the Manchester flight later that day but on a budget airline with no food entertainment etc which is not what we had paid for.

When they the other 5 got on the plane they were told by staff that again Thomas Cook had not organised that tickets properly and that held up the flight for 30 minutes while the helpful staff on the budget airline had to sort out another Thomas Cook problem.

This is all bad enough but the service we have had from them since we have returned has been appalling, we sent a letter of complaint and were told they would get back to us within 28 days, the 28th day arrived and I had to phone them to ascertain what was happening, 2 days of waiting on hold and I finally got through to somebody who told me that the "Auto reply" letter must have not been sent out, perhaps a glitch with the computer." This is not really the service you expect after being left in Egypt not knowing when you are going to get home and missing work etc.

I sent another letter of complaint advising that they had not got back to us 6 days ago, and again an auto reply was sent out saying they would get back to us within 7 days, 6 days on still nothing heard.

I am hoping that somebody can help as to whether they are complying with regulations by not responding etc and what I can do to further this enquiry, I definitely feel this warrants some form of compensation and will not stop until I have achieved this, but need some help and advice if any can be offered.

Thank you For your time in reading this long letter,

Katie Hill